Frequently Asked Questions

General

In the current COVID-19 scenario, tickets must be pre-purchased. The easiest way to book is ONLINE click here.

During opening hours cash ticket sales are permitted via the Portarlington Post Office, Off with The Ferries Cafe located inside the Docklands terminal or can be arranged by appointment with Helloworld Travel Drysdale, Geelong Central & Waurn Ponds. To comply with the Victorian Government COVID-19 register, additional information about each passenger must be collected.

Cash ticket purchases must be finalised at least 60 minutes prior to departure times.

This is to ensure we can manage the number of people on board due to limited and allocated seating and to ensure the boarding process is effective and safe.

When boarding, you can present your pre-purchased ticket via your electronic device or in a printed version.
To purchase a return ticket you will need to select two one-way tickets.
1. Select your outbound trip and Add to cart.
2. At the checkout, you will then be able to select your return trip.
We certainly do accept companion cards.

We suggest calling our Customer Care line on (03) 9514 8959 or emailing [email protected] to add a companion traveller to an existing booking.

The details that the customer experience team member will need include;
- The Port Phillip Ferries booking reference
- Companion card holder full name
- Companion card number
- Companion’s First name. Family name and a telephone contact number.
Port Phillip Ferries supports a smoke-free environment to assist in providing a safe and healthy experience for everyone. Smoking / Vaping is banned onboard vessels, near entrances and exits to the vessel as well as areas deemed to be hazardous.
This ferry is a privately owned and operated business and it is not currently linked to the public transport system.
For most concessions, you will need to have one of the following cards:
- Centrelink Health Care Card (cards issued in the name of a child are not eligible)
- Centrelink Pensioner Concession Card
- Veterans’ Affairs Pensioner Concession Card
- Veterans’ Affairs Gold Card for all conditions.
- Seniors cards
For more information please visit > https://services.dhhs.vic.gov.au/about-concessions
All children 12 years of age or under must be accompanied by a parent or adult guardian while on board the ferry or within the ferry docking area. Children must be 13 years of age or older to travel on the ferry unaccompanied.
General tickets are non-refundable / non-transferable. Outside 48 hours of your original travel date, you can cancel your ticket via your emailed booking confirmation (refer to the highlighted image below). Alternatively, our customer experience team may approve date changes if contacted at [email protected] or by calling 03 95148959.
As a measure apart of Port Phillip Ferries COVID19 safety response if you are feeling unwell, please don’t travel.

Effective 9 December 2020; Should the circumstances of your health change between the time of ticket purchase and date of travel, you can obtain a credit by contacting our customer service on (03) 9514 8959 or [email protected] up until the time of service departure.
Boarding Opens: 20 minutes prior to departure and Boarding Closes: 3 minutes prior to departure. If you are travelling with a bike please also allow extra boarding time to load and secure it.

As we are a public ferry service we are unable to hold vessels for late passengers. Failure to adhere to boarding times may result in you missing your cruise. If you miss your booked service, you are not entitled to a refund.

Click Here for alternative travel suggestions if you have missed your service.
In line with the current Victorian Government Roadmap, public transport operators do not require passenger proof of COVID-19 vaccination. However, this position is subject to change and is something Port Phillip Ferries will monitor closely and adhere to as the Victorian Government advice changes.

As public transport operators, Port Phillip Ferries can continue to take bookings and welcome people on board our ferry services. Our travel partners, including but not limited to restaurants, attractions, accommodation providers and tour operators, may require proof of COVID-19 vaccination upon booking or entry. For further information, please verify with each operator or visit the Victorian Government COVID-19 website https://www.coronavirus.vic.gov.au/

Port Phillip Ferries will continue the high level of COVID-19 safety protocols in place since the beginning of the pandemic. These include contactless ticketing, the mandatory wearing of face masks while onboard, social distanced seating and additional cleaning services before and after each service.
As always, safety is the number one priority for Port Phillip Ferries. We are maintaining a number of measures to keep passengers safe on-board during this time.

To help slow the spread of Coronavirus (COVID-19) the Victoria State Government have mandated the compulsory wearing of fitted face masks in Victoria for any person leaving home (regardless of where they live).

The Victorian Government changes to wearing face mask rules effective from 11:59pm Sunday 6 December do not change the mandatory wearing of face masks during pre-boarding, whilst onboard and when exiting Port Phillip Ferries vessels.

Face masks remain mandatory if you are unable to stay further than 1.5 metres away from people not in your household.

Persons not wearing or refusing to wear a fitted face may be prohibited from travelling onboard Port Phillip Ferries vessels unless the individual has a lawful exception for not wearing a fitted face mask.

A fitted face mask is not required in some circumstances including;
- Infant and children under the age of 12 years
- A person who is affected by a relevant medical condition, including problems with their breathing, a serious condition of the face, a disability or a mental health condition.
- When consuming food, drink or medication.
- During emergencies
For further information please refer to the Victorian Government website; https://www.dhhs.vic.gov.au/face-masks-vic-covid-19#exceptions-for-not-wearing-a-face-covering
Yes, socially distanced and responsible service of alcohol is available onboard at our licensed cafe. You can also purchase snacks, caffeine, juice or fizzy drink fix onboard at our café. Please note that onboard cafe does not accept cash payments. If you need further assistance with our current menu please email [email protected] to obtain a copy.
Our vessels are equipped with both indoor and outdoor seating, please note that seating is not pre-allocated therefore, to obtain your desired location, we recommend to be at boarding at least 20 minutes prior to departure times.

You MUST pre-book a ticket ONLINE or via one of our retail outlets. No tickets will be sold at the vessel. This allows us to manage the seating capacity.
Bicycles are most welcome, and we do not currently charge for bicycles to come on board. Isn’t that spoketacular?!

We can only carry 20 bikes at a time on each vessel, so make sure to book in a rack to avoid disappointment. When selecting passenger type in your online booking you are also able to choose how many bikes you are travelling with.

Please also allow extra boarding time to load and secure bikes.
Negative. Unfortunately, we cannot allow Vespas or motorbikes onboard our vessels – but we do accommodate wheelchairs and motorised mobility scooters on board our ferries for those with accessibility needs.
Any decision to cancel or delay the scheduled ferry service may be as a result of adverse weather conditions and/or technical failures. Any decision to cancel a service will be made to ensure the safety of our passengers, crew, and the vessel and the likely impact on passenger comfort.

Customers will be advised as soon as any decisions are made to adjust the schedule via our Facebook, Instagram, and Twitter channels. We will also have alerts on our website. If you would like to receive SMS alerts direct to your mobile phone, please email us at [email protected] with your full name and mobile number.
You betcha! Our gift cards are live and for sale. Woohoo. They can be purchased here or via the purple ‘Book’ button above our main menu.
- Gift Cards can be used as tender to purchase any Port Phillip Ferries operated product online. (This excludes third-party operated packages).
- Gift Cards are sent electronically via email to the recipient
- You can send the gift card along with a custom message once your purchase is confirmed
- Gift Cards are valid 3 years from date of purchase
To redeem, select Gift Card as a payment type during checkout and enter the gift card number.

Refer to the highlighted image below:
- To redeem, click Apply a Gift Card and copy in the code(s) that will be provided to you in the confirmation email. This field is located in the payments section to the left of the price total.
Guide dogs and assistance animals are welcome on board our vessels, provided you and your assistance animal carry the appropriate/valid accreditation to travel.

For details on what is deemed a valid accreditation visit Public Transport Victoria or click here

Other pets or animals are not permitted on board. Our vessel does not have the space or facilities to cater to animals, and the decision is made for the comfort of the pets and other passengers. We appreciate your understanding.

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